ACCOMMODATION REGULATIONS General business and accommodation terms and conditions

Transcription

1 ACCOMMODATION REGULATIONS General business and accommodation terms and conditions BOHEMIA-LÁZNĚ a.s. Sanatorium Kriváň - Slovan Sadová Karlovy Vary ID No.: Tax ID. No.: CZ Registered in the Commercial Register at the Regional Court in Plzeň, Section B, File no. 212 (hereinafter the "provider") 1. Conditions for concluding a contract on accommodation and on the provision of therapeutic spa rehabilitation treatment 1.1 Guest accommodation in the facilities of Bohemia-lázně a.s. is governed by the contract concluded pursuant to the provisions of Section 2326 et seq. of Act no. 89/2012 Coll., Civil Code, based on which the provider provides the resident temporary accommodation for an established period of time or for a period of time arising from the purpose of accommodation at the establishment, and the resident (hereinafter the "guest") agrees to pay the provider for the accommodation and the related services, specifically therapeutic spa rehabilitation treatment (in accordance with Act 372/2011 Coll.) by the deadline established by these accommodation regulations (hereinafter, the "contract"). 1.2 The contract on accommodation and on the provision of therapeutic spa rehabilitation treatment is always concluded in writing. To meet the form conditions, a written confirmation of the reservation order or completion of the registration card is sufficient. 1.3 The rights and obligations of parties not stipulated in the contract on accommodation and on the provision of therapeutic spa rehabilitation treatment are established in these accommodation regulations and provider price list for services. 1.4 If the guest does not comply with the obligations arising from this contract on accommodation and the attached accommodation regulations and/or provided price list, or otherwise violates the principles of proper conduct at the company facilities (hereinafter, "misconduct"), the provider has the right to terminate the contract on accommodation prior to the end of the established period without notice if the guest has been notified of his misconduct by the hotel in accordance with the provisions of Section 2331 of the Civil Code. 2. Contracts, reservations 2.1 The guest is required to reserve accommodation with the provider in writing, or reserve accommodation over the telephone and then confirm this reservation with the provider in writing. Written reservations or confirmations of telephone reservations per the previous sentence are assumed to be reservations completed using the reservation form at and by to the provider's address at accommodation@bohemialazne.cz or by post to the address: Bohemia-lázně a.s., Sadová 5, Karlovy Vary. 1

2 2.2 The reservation must contain the following required items: client's first name and surname, date of birth, permanent address, telephone (or address, resp. other contact information), title of accommodation package, number of people, type of accommodation requested (spa name, room composition), arrival and departure dates. The binding service schedule for contractually stipulated services is listed in the order confirmation. Additional services and approved changes beyond the scope of the confirmed order must be confirmed by an employee of the reservation department and paid for prior to their provision. When placing an order, the client is required to take into account any contraindications listed at and also report any important health issues or requirements (significantly limited mobility, special diet, etc.). 2.3 As soon as the provider receives the order in writing or a written reservation confirmation from the guest, an employee of the reservations department shall send information to the guest prior to their arrival. Payment in full for accommodation services is done according to a mutually established method of payment, either via bank transfer to the company's account at Komerční Banka /0100 prior to the client's arrival, or upon the guest's arrival at the reception desk of Kriváň Sanatorium (in cash or by card). The reservations department employee will prepare an invoice for the services ordered. 2.4 The accommodation contract is considered effective upon delivery of the written reservation or the written reservation confirmation to the provider or upon completion of the registration card by the guest. 3. Reservation cancellation, withdrawing from the contract before arrival, non-appearance 3.1 Guests have the right to withdraw from the contract on accommodation and on the provision of therapeutic spa rehabilitation treatment prior to the date of arrival without giving any reason. The guest is required to submit a written declaration of withdrawal from the contract to the provider. In such cases, the provider has the right to charge a cancellation fee, which is established in the following manner: Time of delivery of withdrawal notice to the provider (in calendar days) Cancellation fee rate (in %) 30 or more days prior to the planned arrival date 0 % of the price of the services ordered days prior to the planned arrival date 10% of the price of the services ordered days prior to the planned arrival date 30% of the price of the services ordered 13 7 days prior to the planned arrival date 50% of the price of the services ordered 6 3 days prior to the planned arrival date 75% of the price of the services ordered 2 or fewer days prior to the planned arrival date 100% of the price of the services ordered 3.2 Cancellation fees will not be charged if the client's arrival is prevented by one of the following conditions: sudden illness or injury verified by a doctor's certificate, natural disaster, or the death of a family member (parent, husband/wife, child). For reservation cancellations, the client is responsible for the payment of any bank fees related to returning the remaining balance to their account. 2

3 4. Arrival at the Bohemia-lázně a.s. company facilities 4.1 The guest shall announce their arrival at the reception desk of the Kriváň Sanatorium to the receptionist on duty. 4.2 The guest will present their national identity card, passport, or other valid form of identification (such as a residence permit) at the reception desk, according to which an authorised employee of the provider will verify the guest's identity. The guest will confirm the accuracy of their personal information and the length of stay by signing the registration card. 4.3 Unless otherwise arranged, guest check-in is between 2:00 p.m. and 12:00 a.m. 4.4 The guest shall pay the amount for the ordered services upon arrival. Once the guest has paid for the services ordered, the provider shall issue a tax receipt confirming the payment of the entire stay. The provider has the right to request that the guest present a debit or credit card upon arrival as a payment guarantee for up to 100% of the estimated price of the accommodation, from which the provider has the right to complete payment authorisation for the respective cost covering the actual price of the accommodation and other expenses related to the accommodation without the guest being present (offline), to which the guest has agreed by providing his debit or credit card. 4.5 The receptionist on duty shall notify the guest that they need to familiarise themselves with the "Guest Information," which includes accommodation regulations and fire safety regulations. The "Guest Information" document is located in a visible place in each room. 4.6 The number of persons per room must be in accordance with the number of persons registered for the accommodation. The guest agrees to state the exact number of individuals during registration. 4.7 The duration of the stay is established upon the guest's arrival at the latest, and is entered into the reservations system. The duration of the stay may be extended only upon the provider's approval, and must be confirmed by entering it in the reservations system and on the registration card. 4.8 The guest hereby grants his their consent to the provider to process and store his their personal information in the scope of information provided for the purpose of providing accommodation and guest registration pursuant to Act No. 565/1990 Coll., on local fees, and Act No. 326/1999 Coll., on the residence of foreigners in the Czech Republic and on the amendment of certain laws. More detailed obligations of the guest and provider regarding keeping records in the registration book or in the house log book are established by the abovementioned legislation. 5. General rules of accommodations 5.1 The guest has the right to utilise the area designated for their accommodations as well as the communal areas of the Bohemia-lázně company's establishment, and utilise the services related to the accommodation. 5.2 Upon arrival, the guest shall receive a spa card or hotel card, and a room key or magnetic key card. If the guest is staying in the annex, he/she can obtain the keys to the room and main entry at the annex reception desk, and is required to lock the house each time he/she enters or exits it. 3

4 5.3 The guest is required to prevent any loss, destruction, or damage to these keys and prevent access to the keys by any third party that is not a direct participant of the respective contract on accommodations and on the provision of therapeutic spa rehabilitation treatment established between the guest and the provider. Possible penalties for the loss, destruction, or damage of the keys or access by a third party are imposed by a fine of CZK 350, which covers the financial expense of having a new key cut. 5.4 The guest is required: to familiarise him/herself with, and abide by the General Business and Accommodation Terms and Conditions (accommodation regulations); to pay the price of the services ordered according to the current price list; to use the areas designated for accommodation in an orderly manner, to keep all areas clean and tidy; to protect the furnishings of the establishment from being damaged in the areas designated for accommodation; to immediately report any loss or damage that the guest or other individuals staying with him/her on the hotel premises have caused; in the period from 10:00 p.m. to 6:00 a.m., to behave in such a manner so as not to disturb other individuals with excessive noise; upon exiting leaving the room, to make sure to close all windows, shut off all water faucets, switch off lights, shut off any electric appliances that are not in use during the guest's absence, and lock the room; to leave the room key at the reception desk upon exiting leaving the hotel. 5.5 Without the provider's consent, the guest is not allowed: to perform any significant changes in the areas designated for accommodation (move furniture, move equipment, etc.); to remove any furnishings or equipment from the areas designated for accommodation; to use his/her own appliances in the areas designated for accommodation, with the exception of small appliances used by the guest for personal hygiene or office work; each individual accommodation establishment includes an ironing area - ironing room - for the purpose of ironing. to allow access to the area designated for accommodation to a third party; to receive visitors in the area designated for accommodation; visitors must be entered in the visitor's log or reported to a reception employee, and are only allowed in between 7:00 a.m. and 10:00 p.m. with the provider's consent; visitors may only be received in the communal areas of the hotel; to list the address of the hotel or the area designated for accommodation as his/her place of business; Dogs and cats or other small animals may stay at the accommodation establishment only with the consent of the provider and only under condition that the guest verify that they are healthy, and that he/she pay the respective fee established by the provider. 4

5 5.6 Guests in the area designated for accommodation are also not allowed to: carry a weapon, ammunition or explosives, or otherwise store them in a manner allowing for their immediate use; keep, manufacture, or store narcotic or psychoactive substances or poisons unless they involve medication prescribed to the guest by his/her physician; smoke the rooms are equipped with smoke detectors, which may cause a hotel-wide fire alarm. This does not apply for designated smoking areas that are visibly marked with the respective symbol. use an open flame 5.7 The following regulations also apply: According to international practice, clients may check in on the date of their arrival at 2:00 p.m. at the earliest, and must check out by 12:00 p.m. on their date of departure. Early arrival or late departure are not acceptable reasons for prolonged room use. Accommodation facilities or rooms are assigned exclusively by Bohemia-lázně a.s. on location. Depictions of the premises shown in informational leaflets and offers are for illustrative purposes only, which is why they may not correspond with the room that the client has been assigned on location. This same principle applies to depictions of treatments or other offered services. If operational issues so require, Bohemia-lázně a.s. company may change the location of the accommodation within her accommodation capacity. Accommodation facilities may be utilised only by individuals that are not suffering from infectious diseases. The provider reserves the right to expel clients from the hotel whose activities or behaviour disrupt the operations of the spa hotel or the provision of services. Clients under the influence of alcohol or verbally abusing the employees of the spa hotel, or clients who express themselves in a vulgar or coarse manner toward the company or its representatives, may also be expelled. For safety reasons, children under the age of 15 may not be left without supervision in the hotel room or other communal areas of the accommodation facilities. For individuals under the age of 15 whose health so requires, guests are required to secure supervision by an adult in their party. The guest is required to provide the consent of the legal guardian when the client is over the age of 15 and under the age of 18 and is utilising the services without the accompaniment or supervision of the guardian in question. Opening hours for all facilities are 6:00 a.m. to 10:00 p.m. Guest complaints or suggestions for improving the services of the accommodation facilities can be submitted at the reception desk, to the manager, or to the company director. The requests and complaints log book is available at the Kriváň Sanatorium reception desk. If a fire breaks out in the accommodation facilities, call telephone no. 9 or 1111 immediately nonstop 24 hours, or 1132 between the hours of 6:00 a.m. and 7:00 p.m. Nonstop day and night nurse or emergency physician medical services are available to guests on the 1st floor of the Kriváň Sanatorium. For urgent cases, the nurse may be paged on telephone number

6 Food service hours are listed on the bulletin board at the entrance to the dining room. These times must be observed. Guest are not allowed to remove dinnerware or food from the dining room or take food from the dining room to fellow residents. In case of illness of a spa patient, food will be taken to their room based on the physician's recommendation. Room food service is provided by the nurse on duty. Guests will allow access to maid services during operating hours. In special cases, the provider may offer the hotel guest different accommodation than that established in the reservation if it does not differ significantly from that listed in the confirmed reservation. Spa patients under treatment during sick leave must also follow the provisions established by the attending physician. If the client is not satisfied with the services provided by the company's employees, he/she is required to attempt to resolve the problem without delay with the head of the department in question. If the situation remains unresolved, he/she may file a claim regarding the services provided immediately and without delay in accordance with the current company Claims Regulations. The client shall have the right to file a motion for out-of-court settlement of the dispute with the designated entity in charge of out-of-court consumer dispute settlements, which is: The Czech Trade Inspection Authority (CTIA) Central Inspectorate - ADR Department Štěpánská Praha 2 adr@coi.cz Web: The Czech Trade Inspection Authority is a supervisory body monitoring consumer protection, acting in pursuance of Act No. 64/1986 Coll., The Czech Trade Inspection Authority Act as amended, and additional legal regulations. The Czech Trade Inspection Authority s website is 6. Provider's responsibility for guests' personal items 6.1 The guest may request to rent a safe for the storage of cash, jewellery, or other valuables. Safes are located in an area monitored by security cameras. Guests enter the area separately. There is only one set of keys to the safe. If the keys are lost, the guest is responsible for any and all expenses related to opening the safe. Hazardous items or items valued over CZK 20,000 or disproportionate to the scope of the accommodation facilities may not be stored in the hotel safes. 6.2 Claims for damage to guests' personal items can be reported immediately upon the discovery of such damage. Compensation will not be paid if the damage was caused by the guest him/herself or by an individual accompanying him. 6.3 If the guest leaves any possessions in the room after the end of his/her stay and the cost of accommodations has not been paid, the provider shall remove the guest's possessions from the room and store them in a safe place to prevent any damage. An authorised employee shall perform photographic documentation prior to cleaning the room. Once the debt for accommodation has been paid, the provider shall return all items to the guest. 6

7 7. Safety, guests' liability for damage 7.1 Guests are required to familiarise themselves with the safety regulations and the evacuation plan in case of fire. This plan is available in every hotel room. Additional information can be provided by the receptionist on duty. 7.2 Guests must conduct themselves in a manner that prevents unwarranted harm to the freedom, life, health, or property of others. 7.3 If a guest's conduct results in damage to the provider's property, the resulting damage shall be repaid following a review by the provider. 7.4 The responsibility of guests for damage for misplaced belongings is governed by the provisions of Section 2945 et seq. of Act No. 89/2012 Coll., Civil Code. 7.5 The responsibility of guests for damage to belongings brought in is governed by the provisions of Section 2946 et seq. of Act No. 89/2012 Coll., Civil Code. 7.6 The provider operates a parking garage with a camera system. These accommodation regulations are effective as of 1/3/2016. Jiří SLUKA Managing Director 7